Most companies understand customer service is important. A company’s ability to process and ship the customer’s order in a timely and accurate manner is essential to this service model. What may not be as obvious is how manual SOP (sales order processing) negatively affects customer satisfaction. The manual processing of sales is labor-intensive, time-consuming and prone to errors. The slow times to delivery and order errors result in poor customer satisfaction. From a business perspective, the cost of time and money associated with the manual processing and human error grows as the company grows. Below I will highlight some of the common bottlenecks faced in the SOP process.
A significant amount of time is invested in retrieving orders and order data for internal and external audits. Automated archiving can help companies become regulatory compliant. It can also reduce the struggles of filing and retrieving order documents.
Too Many Manual Touch Points
Manual touch points increase the chance for errors in data entry and order preparation. In conventional order processing, there are many manual touch points across departments. The ideal solution is to automate as many phases of the process as possible to reduce manual touch points.
Many companies process orders on a first-in/first-out basis without prioritizing the sales orders according to customer or product line. By automating the sales order process, companies are able to prioritize orders from key customers or for key products. This allows them to differentiate themselves by responding to top customers faster, ship orders sooner and be more proactive.
By automating parts of the process, focusing on the key sales order processing bottlenecks above, a company can free-up a significant amount of resources to reallocate to improve their bottom line and their customer satisfaction. Pinnacle offers business process reviews that can help identify these bottlenecks and provide potential solutions. Please comment below or contact us directly if you would be interested in one of these reviews.